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Inbound Call Handler

3 months ago

Great Warley Street, Essex, United Kingdom Pure Resourcing Solutions Full time

Pure are pleased to be working with a well established and growing financial services firm based in Essex, who are currently recruiting for an Inbound Call Consultant to join their specialist service team.


Working Pattern:
Hybrid working, 2 days in office & 3 days at home working. Monday to Friday 37.5 hours. 1 in 4 Saturdays required, which will be home working from 8am to 12 noon

Main Purpose of role:

To be the first point of contact for inbound calls, identifying reasons for customer calls and dealing with all calls accordingly.

This position reports into a Team Leader.

Main Duties:

  • To be the initial point of contact for inbound telephone calls
  • To be able to take payments from customers over the telephone.
  • To set up direct debits with customer over the phone
  • To transfer customer to relevant internal teams when required.
  • To identify, respond and log complaints and escalate when required.
  • Always ensuring that customer needs are met in good timescale.
  • Strong adherence to regulatory requirements and the company's internal policies and procedures
  • To be clear in all dealings with customer & third parties
  • Other duties to be discussed upon full role brief.

Skills & Experience Required:

  • Excellent professional telephone manner
  • 12 years Inbound call experience or similar experience within financial services sector
  • Excellent ability to listen & empathise with customers.
  • To identify and understand information provided by customer.
  • Work well as part of a team.
  • Adaptable & flexible working approach
  • Excellent organisational & time management skills.
  • Strong knowledge of Microsoft office including Excel & Word